Complaints Handler

Adecco; North Warwickshire; Hybrid; GBP 27,000; Full time

Job summary

A leading recruitment agency is seeking a Customer Care Handler in North Warwickshire. The role involves managing complaints, enhancing customer interactions, and ensuring compliance with regulatory requirements. Ideal candidates will have strong analytical skills, attention to detail, and experience in customer service. This full-time position offers a salary of £27,000 and hybrid working options post-probation.

Qualifications

• Proven experience in customer service operations, complaints handling desirable but not essential.
• Ability to build rapport quickly with clients and colleagues, demonstrating empathy and understanding.
• A proactive approach to setting and achieving personal and departmental goals.

Responsibilities

• Assess, evaluate, and investigate all complaints in line with departmental KPIs.
• Identify and analyse complaints from various sources, including Trust Pilot and social media.
• Implement and improve departmental processes based on analysis and forecasting.
• Identify staff training needs, develop training materials, and conduct refresher training sessions.
• Conduct regular assessments of customer interactions to ensure compliance with Treating Customers Fairly (TCF) principles.
• Work closely with internal departments and senior management to provide updates on team activities and development projects.
• Submit KPI reports and maintain a root-cause analysis register.

Skills

Analytical skills

Attention to detail

Interpersonal skills

Training and observation

Job description

Overview

Are you a passionate complaints handler with a knack for delivering exceptional customer service? Do you thrive in fast-paced environments and have a keen eye for detail? Our client is seeking a dynamic Customer Care Handler to join their team.

Position: Customer Care Handler
Contract Type: Permanent
Annual Salary: £27,000
Working Pattern: Full Time/Hybrid working after probation completion

Role Overview

As the Customer Care Handler, you will be a cornerstone of the organisation's customer service operation. You will oversee the Customer Outcome Team's daily administration, focusing on two pivotal areas: complaint handling and supporting regulatory requirements. Your analytical skills will play a crucial role in ensuring customer satisfaction and compliance.

Responsibilities

• Complaint Handling: Assess, evaluate, and investigate all complaints in line with departmental KPIs.
• Root Cause Analysis: Identify and analyse complaints from various sources, including Trust Pilot and social media.
• Operational Support: Implement and improve departmental processes based on analysis and forecasting.
• Training & Development: Identify staff training needs, develop training materials, and conduct refresher training sessions.
• Customer Engagement: Conduct regular assessments of customer interactions to ensure compliance with Treating Customers Fairly (TCF) principles.
• Collaboration: Work closely with internal departments and senior management to provide updates on team activities and development projects.
• Reporting: Submit KPI reports and maintain a root-cause analysis register.

What We're Looking For

• Experience: Proven experience in customer service operations, complaints handling desirable but not essential
• Skills: Strong analytical skills, exceptional attention to detail, and a talent for training and observation.
• Interpersonal Skills: Ability to build rapport quickly with clients and colleagues, demonstrating empathy and understanding.
• Motivation: A proactive approach to setting and achieving personal and departmental goals.

Why Join Us?

Be part of a forward-thinking organisation with a strong reputation in the industry.

Enjoy a supportive work environment where your contributions are valued.

Take the next step in your career with a role that offers both challenges and opportunities for growth.

If you're ready to make an impact in achieving excellent customer outcomes, we want to hear from you! Apply now!

Join our client in shaping the future of customer service!

Your adventure starts here!

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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